Phase 1: Warm Handoff & Rapport
When the Opener transfers the call to you, they've already done the initial rapport work. Your job is to re-establish connection using your recovery experience as the bridge.
Why This Phase Matters
The warm handoff is your opportunity to:
- Build credibility through your personal recovery story
- Create a fresh connection without making them repeat everything
- Give them hope that recovery is possible
- Establish yourself as someone who truly understands
Client Version
When speaking directly to the person seeking treatment:
Rep: "Hi [Caller Name], this is [Rep Name]. I'm one of the Senior Admissions Coordinators here with Tulip Hill Healthcare. I understand you were just speaking with [Opener's Name]—they shared a bit of what's going on, but I'd really like to hear it directly from you."
(Pause. Let them respond.)
"I also want you to know—I'm in recovery myself, and I know how hard it is to make this phone call. You've already done the hardest part by reaching out. I'm really glad you did, and we can absolutely help you."
Why This Script Works
- Acknowledges the Opener's work without making them repeat everything
- Invites them to tell their story in their own words (ownership)
- Discloses recovery status early to establish credibility and empathy
- Gives immediate hope ("we can absolutely help you")
Family Version
When speaking to a family member or loved one calling on behalf of someone else:
Rep: "Hi [Name], this is [Rep Name]. I'm a Senior Admissions Coordinator here. I understand you're calling about your [son/daughter/spouse/etc.], and I'm really glad you reached out."
"Before we dive in, I want you to know this is completely confidential, and you're doing the right thing by getting information. My own family reached out for help for me as well—I'm in recovery today because of that."
Why This Script Works
- Normalizes the act of calling (they're doing the right thing)
- Builds trust through confidentiality
- Uses your story to show that families calling on behalf of loved ones WORKS
- Positions them as heroes, not enablers
Key Verbal Techniques
1. The Pause
After your opening statement, pause. Let them respond. Don't fill the silence. This gives them space to start sharing their story.
2. Reflection
After they share, briefly reflect what you heard:
"So what I'm hearing is [brief summary]. Given what you've been dealing with, that makes a lot of sense."
This validates their experience and shows you were listening.
3. Controlled Self-Disclosure
If appropriate, briefly share your experience (1 sentence only, purposeful, no oversharing):
"I've been exactly where you are. I know how scary this feels."
Handling Different Caller Types
The Scared Caller
Signs: Voice shaking, long pauses, crying, saying "I don't know if I can do this"
Your move: Slow down. Use empathy heavily. Normalize the fear.
"I can hear in your voice how scared you are. That's completely normal. Most people who call us feel exactly the way you do right now. And I want you to know—you don't have to have it all figured out. You just need to take the next step."
The Skeptical Caller
Signs: Asking lots of questions upfront, comparing to other facilities, saying "I've heard that before"
Your move: Acknowledge their skepticism. Use data and directness.
"I appreciate that you're being thorough. You've probably heard a lot of promises from treatment centers. I'm not here to sell you on something that won't work. I'm here to figure out if we're the right fit for you. Let me ask you some questions first, and then I'll be straight with you about what we can and can't do."
The Angry Family Member
Signs: Frustrated tone, venting about their loved one's behavior, blaming
Your move: Let them vent for 30 seconds. Then validate and redirect.
"I can hear how exhausted you are. You've been dealing with this for a long time, and you're at your breaking point. That makes total sense. I want to help you figure out what the next step is, because what's happening right now isn't sustainable for you or for them."
Transition to Discovery
Once rapport is established, transition smoothly into discovery:
"I'm really glad we're talking. Let me ask you a few questions so I can understand what's been going on and figure out the best path forward for you. Sound good?"